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    • Topov1309
    • By Topov1309 3rd Nov 16, 9:45 AM
    • 6 Posts
    • 0 Thanks
    One line summary for all
    Everyone get a Credit card as you have more protection
    Ombudsman has said the bank have ticked their boxes correctly and if you authorise a debit from your account you CANNOT get your money back
    Therefore just use bank accounts as a modern day piggy bank/mattress
    Make all purchases with Credit cards, and ensure you manage the card with regular payments.
    Ombudsman only advised me to take to small claims court and report trader to Trading Standards..
    Credit card companies offer more protection because you are using their monies for the purchase and they therefore have a vested interest in getting a resolution.
    • Chomeur
    • By Chomeur 19th Dec 16, 11:43 AM
    • 1,693 Posts
    • 376 Thanks
    Visa/Mastercard Chargeback Discussion.
    Continuation of this thread which has expired for some reason, don't know what 71361640

    MSE advises here that if you make a claim under the chargeback scheme and it's rejected by your bank you should make a complaint to the Ombudsman, and says that it's well worth doing so. This seems to be poor advice. I made a complaint to the Ombudsman and they just referred it back to my bank. The bank says that the rules of the scheme don't allow me to claim and they refuse to give me the full terms of the scheme, saying that they are just a matter between them and Visa. So really I have no rights here at all. I can't go back to the Ombudsman complaining that the terms of a scheme which I know no details of haven't been followed. I think MSE is wrong to suggest going to the Ombudsman - the possibility of doing it encouraged me to take more risk than I would have done in spending on my debit card, and making the complaint has been a complete waste of my time.
    • Browntoa
    • By Browntoa 19th Dec 16, 12:01 PM
    • 33,031 Posts
    • 38,600 Thanks
    Bump to merge
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to Any views are mine and not the official line of MoneySavingExpert.
    • KTF
    • By KTF 3rd Jan 17, 5:13 PM
    • 4,639 Posts
    • 1,898 Thanks
    This may be better in a new thread but thought I would ask here first as I have a question about this process.

    Before Christmas I placed an order online. On my invoice I have an order total showing:

    Subtotal: xxx
    Shipping: 0
    Estimated Tax: yyy
    Order Total: zzz (xxx+yyy)

    When I check my credit card statement I have been billed an additional 5 for shipping which was not on my invoice above nor was communicated to me.

    Next to the Order Total there is a * which displays this when clicked:

    "Many factors can change between the time you place an order and the time your order is shipped. Therefore, the amount appearing on your order as Estimated Tax or Shipping may differ from the amount ultimately charged."

    Can they adjust the final billed amount based on the above even though the change in total was not communicated to me?

    My invoice has not been updated to show the 5 shipping charge that was added after the order was placed.
    • diamondsky13
    • By diamondsky13 31st Mar 17, 9:56 AM
    • 4 Posts
    • 0 Thanks
    Consequential loss
    I'm pleased to have successfully received a chargeback on my credit card of 1000 due to a car hire company automatically charging me their full excess when their hire car broke down.

    The car hire company refused to provide me with a roadworthy car so I immediately hired an alternative car from a reputable company. That car hire was extremely expensive at 900 for 17 days. I also incurred taxi costs of 150.

    Can I claim for these additional consequential costs?
    • holygamer
    • By holygamer 7th Apr 17, 8:38 PM
    • 11 Posts
    • 0 Thanks
    Successful Chargeback - Retailer Wants Item Returned
    Deleted. No longer have this problem
    Last edited by holygamer; 27-08-2017 at 7:38 PM. Reason: No longer have this problem
    • Tammy-Jane
    • By Tammy-Jane 4th May 17, 1:21 PM
    • 1 Posts
    • 0 Thanks
    Help! I am at my wits end and feel like i am now battling two organisations prepared to rip me off. I Purchased two APPLE macbook pro computers from a high street retailer in Lewisham. I had lengthy discussions clearly communicating that i was buying them as i need 2011 models or newer in order to run specific software required for a university course, I and my partner already owned 2009 and a 2010 model which could not run the updates required.

    After a demo in the shop i agreed to buy a 2011 15" machine and a 17" 2011 model for my partner. The owner suggested i pick them up in an hour once he has completed a transfer of the software he had promised in the deal. I AGREED - DOH!!

    i returned one hour later, paid for the laptops on MY Natwest visa Debit Card and was then handed an invoice detailing the sale of two macbooks however did not state exact model or year purchased. I also noted whilst still on the premises the receipt states - no refunds given under any circumstances, i raised this immediately however the assistsant laughed it off and just said any problems, call me. Then i was handed two carrier bags in which the laptops had been wrapped and taped into bubble wrap.

    when i got home 70 miles away 2 hours later i unwrapped my purchase and discovered to my horror that i had a 15" 2010 macbook pro and even worse a 2009 17" macbook pro which wont even open past the initial . log on screen, it freezes and is unuseable. I Have been duped. I called the mobile numbers of the shop immediately to request a full refund and to return these machines, they are no good to me and i am also over 1000 out of pocket. The store argued i knowingly bought these items and have refused a refund or to accept them back, telling me to meet . guy in barnet to sell one of them privately!!

    i complained to Trading Standards who agree that my consumer rights have been breached they are taking the complaint on and i also requested a charge back through my bank provider Natwest.

    after explaining, sending through copies of the invoice, voice clips of the owner outright refusing my refund or to accept the goods back even. i was initially awarded a refund. i have the laptops here ready for the seller to collect and sent photographs to the bank to evidence serial numbers/year of the machines etc.

    however, i am utterly gobsmacked that out of the blue, with no explanation or notice Natwest have decided to reverse the refund to me and re debited the full amount out of my account, literally wiping out my available funds. i contacted them to challenge this to be told i have not provided sufficient evidence?!! They have had receipts, voice call recordings, trading standards response agreeing with me, what else could i have provided and can they just debit my account with no warning? i have done everything by the book yet am now left unable to pay my rent or bills, stuck with two useless macbooks that were not what i had bought and paid for.

    How could Natwest think it acceptable to treat their own customers as criminals and allow them to literally steal my money from out of my account?

    what do i do now? complain to FOS, camp in the branch until they see sense? HELP.. they are in no hurry to fix this yet i have a family to feed and bills to pay! shockingly bad process!!
    • DCFC79
    • By DCFC79 4th May 17, 3:28 PM
    • 31,619 Posts
    • 19,948 Thanks
    I know hindsight is wonderful Tammy but why did you not check what was in the bags ?

    Any decent /reputable retailer would have showed you the 2 Macbooks you had bought.

    Asking you to sell one of them to some stranger also makes me think they aren't a reputable retailer.

    Who was the high street retailer ? A well known one I hope.

    Another question why buy from a retailer who is 70 miles away ? Why not closer to home if there's any issues ?

    Was it written down anywhere what you had requested eg what year Macbooks ?
    Last edited by DCFC79; 04-05-2017 at 3:40 PM.
    Can people stop loaning money/being a guarator to family/friends, it rarely ends well and you lose out as your money is gone or you get shafted with being a guarantor.
    • startingout2016
    • By startingout2016 18th May 17, 7:40 AM
    • 110 Posts
    • 25 Thanks
    Can anyone help?

    I started a Visa Chargeback claim through Natwest 20 days ago when I found that The Gas Superstore had gone bust just a day or two after spending 1670 online with them.
    I was left with no appliances to show for and down 1670.

    I have chased Natwest multiple times over the past 20 days and finally yesterday spoke to someone who said my claim is likely to be rejected as I didn't have an invoice from the company showing what was purchased.

    I have sent them every piece of information they have requested. They can see the transaction on the account and can see that the company has ceased trading. I have provided a full list of appliances we were expecting to receive, confirming that no appliances have been received and any attempt at contact with The Gas Superstore has been unsuccessful.

    I am getting increasingly worried about this as we have had to spend additional money elsewhere to source the appliances now to be able to move into our house, I am 9 months pregnant and on maternity leave and cant afford to lose the money.
    I obviously didn't receive an invoice for the goods as the goods were never received. The company took the money despite obviously knowing they were ceasing trading, so correspondence from them is minimal.

    What else can I do?
    • saversfriend
    • By saversfriend 8th Jul 17, 5:36 PM
    • 77 Posts
    • 45 Thanks
    Query about Chargeback

    I recently purchased an item described as a "Dishwasher Safe Chopping board", however after a few washes in the dishwasher, the board began to disintegrate.
    After failing to reach agreement with the seller, I've put in a chargeback claim but have been told by my bank:
    "We are unable to assist as the goods have developed a fault, we regulate under MasterCard and can only dispute a transaction when they have arrived faulty."
    I'm surprised if this is correct given that I was clearly sent a defective item, even though it took a few washes for the defect to become apparent. Also, as I purchased a dishwasher safe chopping board and I am yet to receive one.

    Do you think I am bang to rights or should I pursue this further and get a second opinion from the Financial Ombudsman?

    Does anyone know where I can find Mastercard's Chargeback criteria?
    • Browntoa
    • By Browntoa 9th Jul 17, 8:19 AM
    • 33,031 Posts
    • 38,600 Thanks
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to Any views are mine and not the official line of MoneySavingExpert.
    • saversfriend
    • By saversfriend 9th Jul 17, 12:17 PM
    • 77 Posts
    • 45 Thanks
    Thanks Browntoa,

    I have actually read that page already.

    From the article I think I would have a case under the following two points:
    • Quality of item the goods were not as described or were defective. - The chopping board is not dishwasher safe as described.
    • Non-delivery the goods were not received as promised. I was promised a dishwasher safe chopping board.
    • Mr.Tam
    • By Mr.Tam 18th Nov 17, 7:03 PM
    • 1 Posts
    • 0 Thanks
    How to know that I have win the chargebeck
    I have a question please,I sent a chargeback (as an Issuer) but I didn't get any reply from the Acquirer(any presentment).What does it mean please I win the chargeback??
    thanks for reply
    • Alexandraaa
    • By Alexandraaa 2nd Jan 18, 9:33 PM
    • 2 Posts
    • 0 Thanks
    Hello, I would like to ask for advise. I had booked a hotel (using with non-refundable policy with debit Visa card. Unfornately my grandfather died a few days before the trip. The hotel denied refund no matter of the reasons. Can I do something using the section 75?
    • qsk
    • By qsk 3rd Jan 18, 11:50 AM
    • 265 Posts
    • 142 Thanks
    Hello, I would like to ask for advise. I had booked a hotel (using with non-refundable policy with debit Visa card. Unfornately my grandfather died a few days before the trip. The hotel denied refund no matter of the reasons. Can I do something using the section 75?
    Originally posted by Alexandraaa
    No. That's what travel insurance is for.
    • ohit
    • By ohit 26th Jan 18, 3:51 PM
    • 354 Posts
    • 49 Thanks
    Mastercard chargeback time limit
    I am trying to resolve a refund of 62 from Halifax after failed delivery from an online retailer. The purchase was in July and item for delivery in September (this delivery estimate/date is written on my order email).

    The retailer has stop responding to any request of refund or delivery news. I believe they are still in business.

    Halifax are refusing because it has been too long since July. They quoted the 120 days. I have tried to explain that I am/was within 120 days of September (delivery date), but they have refused and have closed the dispute case.

    Advice please.
    Do I write to Halifax with a clearer letter or just go straight to the Ombudsman?
    (or does Mastercard time limit rules different to VISA?)

    Please advise.

    Many thanks.
    • JasminBrown
    • By JasminBrown 9th Feb 18, 11:44 AM
    • 1 Posts
    • 0 Thanks
    Is anyone aware that the chargeback doesn't apply if you use your debit-and and card-reader? I got ripped -off by an estate agent who harassed me into paying 300 for a second viewing on a property which I was thinking about renting, saying that I could have my money back if I didn't take the property.The second viewing didn't go well, I didn't take the house so I asked for my money back. They said I couldn't have it back as the second viewing meant the landlord was out of pocket(!). I heard about the chargeback on your website so I approached my bank (RBS) who said they couldn't do a chargeback because I used a card-reader, even though it was paid on my debit-card. I even contacted the Financial Ombudsman who said the bank was right. It looks like the only way I can get my money back is by going through the Small Claims Court. I find it ridiculous that RBS force you to have a card-reader and when things go wrong they turn around and say you shouldn't have used it. Is there another scheme that protects you if you pay by debit-card and card-reader? Has anyone else been in this situation and if so any advice would be much appreciated.
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